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Troubleshooting your Boost Wi-Fi
Troubleshooting tips to solve issues with Wi-Fi boosters
Fix your internet and Wi-Fi connection or disconnection issues
Are you experiencing Wi-Fi connection or disconnection issues on some of your devices? Log in to My TELUS to automatically fix Wi-Fi issues. If you need help, you can request a callback with a support representative.
- Full LAN ports
If you are're installing your TELUS Boost Wi-Fi but don't have any available LAN ports to plug your first Boost Wi-Fi into your modem, unplug one of the occupied LAN ports.
- Instead, you may unplug computers, printers or other personal devices that can be connected via Wi-Fi rather than an Ethernet connection
- If all of your ports are full and you don't wish to unplug any of your devices, we recommend purchasing an Ethernet network switch from your preferred electronics retailer
Note
: If you're an Optik TV customer, keep your set top box (STB) plugged into your modem to maintain your TV service.You can use the following information to troubleshoot during or after installation, if required:
 No colour | Check if the power cable is plugged into the Boost Wi-Fi and power outlet. Press the power button on the back to turn it on. |  Solid red | Your Boost Wi-Fi extender is not connected to the network.
|
 Solid purple | No action required. Your Boost Wi-Fi is starting up. It may take up to 2 minutes for your Boost Wi-Fi to turn on. This process is complete once the LED is a solid blue. |  Flashing purple | Your Boost Wi-Fi software is updating. Do not turn off your Boost Wi-Fi during this time. The LED will turn solid blue when finished. |
 Solid blue | No action required. Your Boost Wi-Fi has a good Wi-Fi or Ethernet connection. |  Flashing blue fast (every half a second) | No action required. Your Boost Wi-Fi is connecting to your home network. This process will take approximately 10 seconds. |
Flashing blue slow (every 2 seconds) | Wi-Fi Protected Setup (WPS) mode. Within 2 minutes of pressing the Boost Wi-Fi’s WPS button, press the WPS button on the device you wish to connect. |  Amber | Your Boost Wi-Fi extender is working but has a weak signal. Moving it closer to the Boost Wi-Fi connected to your modem will improve performance. |
If your Boost Wi-Fi doesn't appear to be working, try the following steps.
- Check that your modem is set up correctly and powered on. If you're experiencing modem issues, visit thesupport page for more information.Advanced installation: Managing Wi-Fi on your old gateway
- Check that your first Boost Wi-Fi extender is connected to your modem with an Ethernet cable.
- Push the power button to make sure both Boost Wi-Fi units are powered on. When the power is on, the LED light on the front should be illuminated.
- If your second Boost Wi-Fi unit is not pairing with the master Boost Wi-Fi module hardwired to your modem, try moving it closer. The ideal range from the master Boost is 12m/40 ft.
- Try restarting your Boost Wi-Fi modules. Unplug them from power for 10 seconds, then plug them back in.
If you're experiencing speed issues with your TELUS Boost Wi-Fi, try these troubleshooting techniques:
- Move closer to your nearest Boost Wi-Fi
- Reboot your wireless device (example: laptop, mobile phone)
- Ensure the LED light on your Boost Wi-Fi is solid blue. If the light isn't blue, please refer to the section "LED status light indicators” above
- On the back of your Boost Wi-Fi, press the power button located at the bottom right to reboot your Boost Wi-Fi module(s)
- To further optimize your home Wi-Fi, try these directions tounderstand and optimize your Wi-Fi performance
Note
: Factory resetting your Boost Wi-Fi will revert your network name and admin password to the defaults shown on the back of the unit.To restore to factory settings, press and hold the reset button for 5 seconds using a pin or a paperclip.
When to factory reset?
In case your Boost Wi-Fi fails to connect and all other troubleshooting is unsuccessful, please try the following, as applicable to your situation:Situation 1: At least 1 Boost Wi-Fi is disconnected (showing red LED)
:- Factory reset the connected Boost Wi-Fi unit(s) via the My Wi-Fi App
- Factory reset any Boost unit showing a red LED individually
- Recheck the Ethernet connection of the Boost hardwired to your modem
Next, rename your network name.
Situation 2: All the Boost Wi-Fi units are connected (no red LEDs) - Non-red LEDs will reset together
- Factory reset the connected Boost Wi-Fi devices via the My Wi-Fi app
If your TELUS Boost Wi-Fi devices don’t show up on the TELUS Connect App, be sure you are logged in to the app properly, then reboot the modem. If the app does not seem to be working correctly, try redownloading the app.
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